Service Desk Specialist

Ensono; Pune District; On-site; INR 6,00,000 - 8,00,000; Full time

Job summary

A technology services company in Pune, India seeks a Service Desk Specialist to provide first level support for computer and network incidents. The role involves capturing and documenting issues, prioritizing, and investigating solutions, as well as maintaining client service level expectations. The ideal candidate will have over 5 years of experience in a related field and may possess an HDI Service Desk Specialist Certification.

Qualifications

• Minimum of 5 years of related experience or equivalent work experience.
• HDI Service Desk Specialist Certification preferred.

Responsibilities

• Provide first level support via phone, email, and automated tools for incidents.
• Capture and document all relevant information in the online tracking system.
• Prioritize issues and investigate solutions, escalating as needed.
• Assist Senior/Lead Specialists in tasks or projects as delegated.

Job description

Service Desk Specialist

Pune, India

Job Role Summary

Provides first level support and the initial point of contact for Ensono’s associates and external clients regarding computer and network related incidents, requests or issues. Captures and documents relevant information through the online tracking system, prioritizes issues, investigates solutions, and provides immediate resolution when possible. Keeps requested party updated on issue status and acts as the incident coordinator throughout the incident lifecycle.

Responsibilities

• Provide first level support via phone, email, and automated tools for computer and network related incidents.
• Capture and document all relevant information in the online tracking system.
• Prioritize issues and investigate solutions, providing immediate resolution when possible or escalating to the next level of support.
• Propose solutions for second and third level problems and assist appropriate groups to achieve resolutions.
• Keep affected parties updated throughout the incident lifecycle.
• Assist in post-resolution customer surveys to ensure satisfaction and process improvement.
• Maintain appropriate response and resolution times and uphold client service level expectations.
• Develop knowledge base entries for typical problems, known errors, solutions, and workarounds.
• Assist Senior / Lead Service Desk Specialists and managers in tasks or projects as delegated.

Supervisory Responsibilities

This position does not have direct reports but may mentor less experienced associates in the role.

Recruiting Information

Specific hiring needs may vary by location, industry, client, internal department and other business related factors. The qualifications section lists examples that may be used as guidance when populating required and preferred skills sections of recruiting requisitions or job postings.

Qualifications

• Required: Minimum of 5 years of related experience; or equivalent work experience.
• Preferred: HDI Service Desk Specialist Certification.

Travel

Travel % TBD by field – Needed to create job code and for Department of Labor.